INDUSTRIAL TRAINING REPORT

CITIGROUP TRANSACTION SERVICES (M)

SDN BHD

SITI FATIMAH ZAHRA BINTI ABDUL HAMID

57175113085

REPORT SUBMITTED IN PARTIAL FULFILMENT FOR

THE DIPLOMA IN INDUSTRIAL LOGISTICS

INDUSTRIAL LOGISTIC SECTION

UNIVERSITI KUALA LUMPUR
MALAYSIAN INSTITUTE OF INDUSTRIAL TECHNOLOGY
MASAI, JOHOR DARUL TAKZIM

2015
 INDUSTRIAL TRAINING REPORT
CITIGROUP TRANSACTION SERVICES (M)
SDN BHD

SITI FATIMAH ZAHRA BINTI ABDUL HAMID

57175113085

REPORT SUBMITTED IN PARTIAL FULFILMENT FOR

THE DIPLOMA IN INDUSTRIAL LOGISTICS

INDUSTRIAL LOGISTIC SECTION

UNIVERSITI KUALA LUMPUR
MALAYSIAN INSTITUTE OF INDUSTRIAL TECHNOLOGY
MASAI, JOHOR DARUL TAKZIM
2015
 DECLARATION

I declare that all parts of this report are the result of my own work except for the
quotations and references, the sources of which have been acknowledged in the
bibliography.

…………... …………..………………………………………...
DATE SITI FATIMAH ZAHRA BINTI ABDUL HAMID

ii
 APPROVAL

We have examined this report and verify that it meets the programmed and University
requirements for the Diploma in Industrial Logistics.

This report was read and verified by:

………………………………. ………………...
(LEE YAN LI) DATE
Admin and Finance Manager,
Phone Sales – Acquisition Sales
Company Supervisor

………………………………. …………………
(LT. COL MOHD RAMZI BIN MOHD NOOR) DATE
University Supervisor

iii
 ACKNOWLEDGEMENT

Alhamdulillah, finally I managed to finish up and submit my industrial training report

within the given period based on the format prescribed by the university. First and
foremost, I would like to record my grateful thanks to the top management of Citigroup
Transaction Services (M) Sdn Bhd for giving me the opportunity to do my industrial
training at their company. Secondly, I would like to express a deep sense of gratitude
towards my Company Supervisor, Miss Lee Yan Li which helped me a lot during the
training period by giving the valuable guidance, criticism and useful advice. Last but
not least, highly appreciation to my mother and father, INTRA Coordinator, University
Supervisor and my friends for their information which helped me in completing my
industrial training report.

iv
 ABSTRACT

University Kuala Lumpur is a one of the institution that provides students with
hands on practice which it emphasize more practical activities than theoretical.
Therefore, final year students are compulsory to undergo Industrial Training (INTRA)
at the chosen company. The aim of INTRA is to provide the opportunity to student in
applying and integrate theoretical knowledge and principles that taught in the course.
Besides, it also provides the opportunity for students to demonstrate independence and
originality, as well as to plan and organize the tasks given in a certain period of time.

At the same time, student will be evaluated base on site task, daily log book,
and also writing report during their INTRA. The report is divided into four main
chapter, which is chapter 1 include introduction of the industrial training, chapter 2
include general presentation of the company, chapter 3 include job
position/task/process and chapter 4 include conclusion and recommendation.

The report summarizes the whole of program for 3 month the trainee on site at
Citigroup Transaction Services (M) Sdn Bhd. Trainee had been exposed with the
process of documentation before the document can be deliver to the officers as well as
the documents involved. The overall report is describing the company of Citigroup
Transaction Services (M) Sdn Bhd which operates at Johor Bahru, Johor.

v
 TABLE OF CONTENTS

DECLARATION…………………………………………………………….. ii

APPROVAL…………………………………………………………………. iii

ACKNOWLEDGEMENT…………………………………………………… iv

ABSTRACT…………………………………………………………………. v

TABLE OF CONTENTS……………………………………………………. vi

LIST OF TABLES………………………………………………………….. ix

LIST OF FIGURES…………………………………………………………. x

CHAPTER 1: INTRODUCTION

1.1 Introduction……………………………………………………… 1

1.2 Objectives of Industrial Training (INTRA)…………………….. 1

1.3 Industrial Training Location…………………………………….. 3

1.4 Company Details………………………………………………. 4

1.5 Department Attached……………………………………………. 5

1.6 Company Supervisor Details………………………………….. 5

1.7 Major Task of Trainee at Citigroup Transaction Service……… 6

1.8 Industrial Training Timetable…………………………………. 6

CHAPTER 2: PRESENTATION OF CITIGROUP TRANSACTION

2.1 Company Profile…………………………………………………. 7

2.2 History of The Company……………...…………………………. 7

vi
 2.3 Mission and Value Proposition Citigroup…..…………………… 9

CHAPTER 3: HANDLING AND DOCUMENTATIONS ACTIVITIES

3.1 Tasks and Responsibilities of Trainee………………………....... 11

CHAPTER 4: CONCLUSIONS, CONTRIBUTIONS, AND

RECOMMENDATION

4.1 Conclusions ………………………...………………………........ 12

4.2 Contributions………………………...………………………....... 14

4.3 Recommendations………………………...……………………... 14

REFERENCES………………………...………………………...………….. 15

APPENDICES………………………...………………………...................... 16

vii
 LIST OF TABLES

TABLE 1 Company Details………………………………………………….. 4

viii
 LIST OF FIGURES

Figure 1 Location of Citigroup Transaction Services (M) Sdn Bhd via

Google Maps………………………………………………………………….. 3

ix
 CHAPTER 1

INTRODUCTION

1.1 INTRODUCTION

Industrial training (INTRA) is a compulsory requirement of

graduation for the UniKL students either in Diploma or Degree
Programmes. Students need to undergo the training at the chosen
company for 16 weeks which started from 1 September 2015 until 16
December 2015. During the internship, they will be monitored by a
company supervisor that had been selected to assist them in completing
the given tasks or projects.

1.2 OBJECTIVE OF INDUSTRIAL TRAINING (INTRA)

The main objective of INTRA is to expose students in real

industrial and working environment besides of providing them with vast
experiences. Furthermore, this internship gives opportunities to student

1
for applying their acquired knowledge and skills during the study at the
campus in the working situation accordance with the UniKL motto,
‘Where Knowledge is Applied’. This objective is supported by the
message of UniKL President, Prof. Dato' Dr. Mazliham Mohd Su'ud at
UniKL Official Portal saying that ‘Without application, a piece of
knowledge is of no use’.

In addition, they can develop their critical thinking and new skills
at the companies that they are attached to through the “hands-on”
activities. Critical thinking is vital in the real life situation as it help to
solve any unexpected problems arise which require the students to make
on-the-spot decisions that can affect the desired outcome. Other than
that, internship is emphasizing on ethics and professionalism such as
punctuality, work manner, team spirit and trustworthiness which can
help to build up the positive character of the students.

Besides, the industrial training make a good relation for both

UniKL and the practical companies involved as they shared the social
obligation together. Internship is one of the medium for UniKL to
identify industries’ current needs, hence improving any weaknesses
discovered. As a result, the University will be able to strengthen its
curriculum and produce the proactive graduates that required by the
industry.

2
1.3 INDUSTRIAL TRAINING LOCATION

Students are compulsory to find the companies that are related to

their respective course. Therefore, trainee has chosen Citigroup
Transaction Services (M) Sdn Bhd as the place for industrial training.
Figure 1 below shows the location of Citigroup Transaction Services
(M). The company is situated at City Square Office Tower, as shown in
the figure. This company is located about 21 kilometer from the
University Kuala Lumpur Malaysian Institute of Industrial Technology.

Figure 1: Location of Citigroup Transaction Services (M) Sdn Bhd via

Google Maps

3
1.4 COMPANY DETAILS

Company Citigroup Transaction Services (M) Sdn Bhd

Name
Company Suite 26-02 Level 26
Address City Square Office Tower
106-108 Jalan Wong Ah Fook
80000 Johor Bahru, Johor
Malaysia

Website http://www.citigroup.com

Table 1: Company Details

4
1.5 DEPARTMENT ATTACHED

Trainee had been attached under the Admin and Finance Manager, at Phone
Sales – Acquisition Sales department but given big opportunity by the company
supervisor to learn all the things related to management and finance. So the trainee
choose to focus on management process of documentation and how to handling
documentation also risk management that related to one of the university subjects in
subjects management and risk. In the department, trainee is being elected as finance
and admin assistant in acquisition department. Trainee needs to report all the task or
projects given to the company supervisor that had been assigned throughout the
industrial training. Besides, trainee had been visited by the University Supervisor, Lt.
Col Mohd Ramzi Bin Mohd Noor for the assessment of report, logbook and
presentation. The presentation is being done at Citigroup Transaction Services (M) Sdn
Bhd. In order to obtain the excellent grades, trainee needs to follow all the instructions
and format prescribed by the university as well as the tasks given by the company.

1.6 COMPANY SUPERVISOR DETAILS

Company Supervisor Name : Lee Yan Li

Department : Phone Sales – Acquisition Sales
Designation : Admin and Finance Manager
Contact Number : +65 6704 6656
Email : yan.li.lee@citi.com

5
1.7 MAJOR TASK OF TRAINEE AT CITIGROUP
TRANSACTION SERVICES (M) SDN BHD

On the first day of industrial training, the appointed person from

Admin and Finance department gives trainee some briefing about the
company profile together with the job description. Then the trainee
brought to office to assist officer to introduce the task and jobs in the
department. The major task of the trainee attached is to handling any
documentation such as printing and editing documents from customers.
Besides, the trainee given opportunity to relate operation in the company
with what has been learn at the university before. Lastly, trainee manage
to do some jobs related in documentation.

1.8 INDUSTRIAL TRAINING TIMETABLE

Working : Monday until Friday

Days

Office Hours : 9.00 am until 6.00 pm

Rest Time : 12.30 am until 1.30 am

Friday : 9.00 am until 5.00 pm

Holiday : Saturday and Sunday

6
 CHAPTER 2

PRESENTATION OF CITIGROUP TRANSACTION SERVICES

(M) SDN. BHD

2.1 COMPANY PROFILE

Citi works tirelessly to provide consumers, corporations, governments

and institutions with a broad range of financial services and products.
We strive to create the best outcomes for our clients and customers with
financial ingenuity that leads to solutions that are simple, creative and
responsible.

Citi, the leading global bank, has approximately 200 million

customer accounts and does business in more than 160 countries and
jurisdictions. Citi provides consumers, corporations, governments and
institutions with a broad range of financial products and services,
including consumer banking and credit, corporate and investment
banking, securities brokerage, transaction services, and wealth
management.

7
2.2 HISTORY OF THE COMPANY

i. Citi's history in the Asia Pacific region dates back to 1902.

Today, Citi provides more services in more markets for more

clients than any other financial institution in the region through our
Institutional Clients Group and Global Consumer Banking businesses.
Citi has more than 50,000 employees across 15 markets: Australia,
Bangladesh, China, Hong Kong, India, Indonesia, South Korea, Macau,
Malaysia, New Zealand, Philippines, Singapore, Sri Lanka, Taiwan,
Thailand and Vietnam.

ii. Institutional Clients Group

Citi has helped Asia Pacific clients raise nearly $120 billion from
international capital markets in 2013, including a record $84 billion for
debt issuers. As a major facilitator in global flows and transactions, Citi
Transaction Services has one of the industry's largest proprietary
networks, spanning nearly 100 countries with 10 major regional
processing centers. Citi Private Bank is a leading private bank offering
bespoke services to ultra-high-net-worth individuals and families,
including a third of Asia's (excepting Japan) billionaires. Citi is the
largest wealth manager in Asia Pacific with a complete wealth
management continuum and nearly $238 billion AUMs at end 2013.

iii. Global Consumer Banking

Citibank is the region's leading retail bank with a history of

innovation and customer service. Customer touch points across Asia
Pacific include nearly 600 retail branches and more than 2,500
automated teller machines. Of these, more than 130 are Smart Banking
branches. Citibank is also the top card-issuer in the Asia Pacific, with
more than 16 million card accounts. Through Citigold and Citigold
Private Client, it serves more than 600,000 of the region's affluent
consumers.

8
 Citi Asia Pacific has been awarded Best Bank and Best
Investment Bank by Euromoney, and Best Bank in Asia by FinanceAsia.
With more than 300 awards received in 2013, Citi is committed to
consistently delivering excellence to our clients.

2.3 MISSION AND VALUE PROPOSITION

Citi's Value Proposition:

A Mission of Enabling Growth and Progress

Citi's mission is to serve as a trusted partner to our clients by responsibly

providing financial services that enable growth and economic progress.
Our core activities are safeguarding assets, lending money, making
payments and accessing the capital markets on behalf of our clients. We
have 200 years of experience helping our clients meet the world's
toughest challenges and embrace its greatest opportunities. We are Citi,
the global bank – an institution connecting millions of people across
hundreds of countries and cities.

We protect people's savings and help them make the purchases –

from everyday transactions to buying a home – that improve the quality
of their lives. We advise people on how to invest for future needs, such
as their children's education and their own retirement, and help them buy
securities such as stocks and bonds.

We work with companies to optimize their daily operations,

whether they need working capital, to make payroll or export their goods
overseas. By lending to companies large and small, we help them grow,
creating jobs and real economic value at home and in communities
around the world. We provide financing and support to governments at

9
all levels, so they can build sustainable infrastructure, such as housing,
transportation, schools and other vital public works.

These capabilities create an obligation to act responsibly, do

everything possible to create the best outcomes, and prudently manage
risk. If we fall short, we will take decisive action and learn from our
experience.

We strive to earn and maintain the public's trust by constantly

adhering to the highest ethical standards. We ask our colleagues to
ensure that their decisions pass three tests: they are in our clients'
interests, create economic value, and are always systemically
responsible. When we do these things well, we make a positive financial
and social impact in the communities we serve and show what a global
bank can do.

10
 CHAPTER 3

HANDLING DOCUMENTATION ACTIVITIES

3.1 TASKS AND RESPONSIBILITIES OF TRAINEE

On the first day of industrial training at Citigroup Transaction Services (M) Sdn
Bhd, trainee has been explained clearly about the company profile together with the
tasks and responsibilities that needs to be performed by the trainee throughout the
training period. Beside of the supporting documentation at the department, trainee given
task by the supervisor to relate the connection in the management finance. This is
because before officers submit customer’s document to submission department, they
must have been control and printing before that document can be proceed.

11
 CHAPTER 4

CONCLUSIONS, CONTRIBUTIONS, AND RECOMMENDATIONS

4.1 CONCLUSIONS

Industrial training is one of the effective medium for students to prepare

themselves mentally and physically before entering into the real working environment
that full of challenges. At Citigroup Transaction Services (M) Sdn Bhd, trainee gained
a lot of experiences and new knowledge from admin and finance, phone sales-
acquisition department. At the same time, trainee can make observation on how the
document handling for make credit card, ready card, prestige and a few product offer
from Citibank to customer. So, the trainee can conclude the terms learn in university of
logistics in Citigroup Transaction Services (M) Sdn Bhd. Most of the personnel of this
department helped trainee to completing the tasks given and learn a lot of new things
as the company is adapting handling documentation system. So the trainee manage to
have a better understanding of the document control process of items before it can be
delivered to the officers. It is a big opportunity for trainee to learn a lot of things at the
same time.

During the training, trainee has been given the opportunity to attend training for
compliance training and test which is one of important test in banking field. Trainee
had learned about risk management also privacy in Citibank. This company is actually
very concern on customer satisfaction in order to build long term relationship with the

12
customer. Hence, the company ensure that they offered excellent services and
performances to customer such as below:

a) Good services and best product Citibank offer to customers.

b) Punctuality to get the best quality and excellent for delivery service

c) Excellent customer service

Other than that, trainee had learned the documents involved in documentation
process from start to end such as editing customer’s document before submit to officers.
In addition, trainee has been given the task to do the transferring data from email to the
systems. Besides, trainee also being taught to handle problems professionally which it
will develops the confident and critical thinking of trainee in making a good decision
to solve the problems.

Besides, trainee also had the experienced to see and learn the overall
documentation process. In this process, trainee learned about the process for customers
to make credit card, ready card also loan in the bank system.

As the conclusion, this industrial training enables trainee to contribute and apply
all the theories they learned at the university to the company. Besides, the training also
is to help trainee for improving their capability in handling the tasks given as well as
the problems occur within the company which can build the critical thinking of trainee
in making a wise decision to solve problems. Other than that, trainee also can enhance
their communication skills and build their self-confidence to interact and confront with
the people around. These valuable experiences and skills gained during INTRA will
help trainee to be prepared in facing the real working environment for current needs of
industry market.

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4.2 CONTRIBUTIONS

During the industrial training at Citigroup Transaction Services (M) Sdn Bhd,
trainee had done some contributions to the company that will give positive impact to
the efficiency of daily operation in the company. One of the contributions is trainee
supporting admin and finance, phone sales – acquisition sales department to complete
the audit report for the company in the first week of industrial practical. This audit
report is very important and reference to every department of the company and as
overview for the trainee to know the whole operation of the company. This is because
after the audit report is completed, supervisor gives instruction to trainee to read the
whole report in order to ease trainee know the responsibility of each department in the
company and their work scope.

4.3 RECOMMENDATIONS

Trainee has come up with several recommendations to the company in order to

improve the personnel daily operation to be more efficiently, effectively and
systematically. Below are the recommendations of trainee for future improvement:

 Improve 5S system at the production.

Referring to company Standard Operation Procedure (SOP), work environment

procedure purpose to assist, determine, provide, manage and maintain the work
environment needed to achieve conformity applicable to products. This procedure
including safety, working conditions and housekeeping or 5S.

5S in production has been practiced at Citigroup Transaction Services (M) Sdn

Bhd but the trainee thinks it can be improve to make tasks can be completed in less
time than before.

14
 REFERENCES

UNIVERSITI, K. L. (2013, January 1). UNIKL OFFICIAL PORTAL.

UNIKL PRESIDENT'S MESSAGE. Retrieved April 18, 2014, from

http://www.unikl.edu.my/web/unikl/president-s-message

UNIVERSITI, K. L. (2014). OBJECTIVES INTRA. INDUSTRIAL

TRAINING STUDENT HANDBOOK & LOGBOOK . KUALA LUMPUR:

UNIKL. (Original work published)

December 2015, https://www.citigroup.com

15
APPENDICES

16